Laura Glasby of Southern Trust Mortgage stepped into the middle of a move where nothing seemed to be going smoothly and made every aspect of the mortgage process suddenly painless and even pleasant. She is simply fantastic.
We had gone under contract for one property and had hired USAA, who has provided most of our banking and insurance services over the years, without giving it much thought. We had always had fantastic customer service from their other departments, so it seemed like a no-brainer to use their mortgage services. And initially, the pre-approval process went fairly well albeit with a mediocre interest rate given our good credit. However, once the loan moved into processing, it simply became a comedy of errors. Everyone in the processing department will not answer phones, but always sends to voicemail. Voicemail and email inquiries took days to receive a response if they got one at all. Documents already sent were requested multiple times, ignoring previous responses. The appraisal was ordered late for no reason we can determine, drawing out the whole process. The entire processing team failed to manage expectations, appeared disorganized, and only responded to calls to the customer complaint line.
So when the first house deal fell apart and we had to start from scratch, we knew we needed a different mortgage company once we found a new house, and we knew we wanted to close as quickly as possible. Our realtor recommended Laura, and we said we’d love to hear from her. We received contact by phone and text after standard business hours on the first day, providing all of the information we needed to get started, and Laura was immediately understanding of our desire for haste. We received an email later that night with a list of all the documentation they required, and we were off to the races. Throughout the process Laura was pro-active, anticipated documentation and regulatory requirements and communicated them to us immediately. She was constantly available and responsive by phone, email or text. She found every opportunity to speed up the process, and got us a VA loan closing in three weeks in the middle of summer PCS season in a military town. And in addition to all of this, the rate she offered was significantly better than the one we’d received from USAA with more competitive closing costs.
If you are looking for a lender who offers truly exceptional customer service, give Laura a call.